A streamlined financial inspection experience

A good design for all Americans

Role: Researcher, Designer and Strategist

Methods: Research, personas, journey map, UX design, prototyping, user testing

Project duration: 1 year

Client: Federal Agency

There has been a recent push in the federal government to prioritize accessible, digital-first services for the public, but this is a highly regulated environment, requiring flexibility and agility.

In working with this client for 3 years, I’ve identified 2 overarching considerations that guide our team’s approach to Gov Agency projects:

  • How can we include the perspectives of historically marginalized populations in civic decision-making?

  • Gov Agency’s user base encompasses all US residents over 18. What is good design for all Americans? 

  • A federal government financial services agency (“Gov Agency”)  is looking to improve their public-facing digital products. It’s inspection process was widely perceived as slow, confusing, and intimidating for users.

  • How can we make the process easier for users while supporting the agency’s operational and business needs?

  • Challenges along the user journey of undergoing a Gov Agency inspection process can be alleviated with a step-by-step UI within a single online platform with the following features:

    • Offers digital communications with a Gov Agency case officer

    • Proactively provides inspection-related updates

    • Communicates expectations and wait times for process steps

Approach

  • Conducted interviews

  • Conduct interviews with service providers and customers (internal and external)

Discovery and Research

  • Current state service blueprint

  • Identification of breakdowns, redundancies and risks

Service Mapping

  • Future state service blueprinting

  • Cross-functional workshop (action prioritization based on effort and impact)

Co-creation and prioritization

Explore our range of services designed to help you move forward with confidence, wherever you're headed next.

What Sets Us Apart

Integrity, creativity, and empathy shape the way we work. These aren't just words—they’re the foundation of everything we build. We believe in doing great work, building real relationships, and making it easy for you to get the results you’re looking for.

People-First Approach

Everything we do is built around understanding your needs and helping you succeed—because when you thrive, so do we.

A Focus on Quality

We hold our work to high standards. We focus on sustainable results built on smart strategy and real insight.

Reliability You Can Count On

We follow through, meet deadlines, and show up when it matters. Consistency is part of our promise.

Proven Process, Flexible Execution

We bring structure where it counts and adaptability where it matters. Our methods are clear, but always responsive.

logo

LOGO

logo

logo

Logo

LOGO

Our Packages

Explore our range of services designed to help you move forward with confidence, wherever you're headed next.

  • "Their attention to detail and commitment to quality truly stood out. We’ve already recommended them to others."

    Former Customer

  • "A professional team that delivers on their promises."

    Former Customer

  • "Communication was top-notch and the final outcome was even better than we imagined. A great experience all around."

    Former Customer

Let’s Work Together

If you're interested in working with us, complete the form with a few details about your project. We'll review your message and get back to you within 48 hours.